Singapore – Indosat, a digital telecommunications firm, has recently announced that it has expanded its long-term strategic collaboration with Google Cloud, a software development firm, to accelerate the transformation of the company from telco to AI-native TechCo.
In this expanded partnership, Indosat’s extensive network, operational, and customer data will be integrated with Google Cloud’s advanced unified AI platform, aiming to enhance experiences for more than 100 million Indosat customers.
They will also provide enterprise-grade AI solutions and generative AI (gen AI) innovations to businesses throughout Indonesia.
As part of the alliance, the companies will also focus on creating tailored AI and Gen AI solutions to address unique opportunities and challenges in the Indonesian market.
These key focus areas include customer service modernisation, dynamic content generation and hyperpersonalisation, geospatial analytics and predictive modelling, augmented network and IT operations, and back-office transformation.
In particular, Google Cloud’s Contact Centre AI solutions will empower call centre staff with generative AI tools to boost their productivity and effectiveness. These tools will provide live call transcription, recommended responses derived from knowledge bases, real-time conversation analysis, and post-call sentiment analysis, leading to faster, more accurate, and more effective resolution of customer queries.
Moreover, creative AI agents with multimodal and multilingual capabilities will promote relevant offerings based on a customer’s profile and specific needs.
Google Cloud’s custom machine learning models, trained on Indosat’s extensive operational datasets, will also equip organisations across industries to make data-driven decisions around optimal site selection for strategic expansion. It will also help optimise asset management and maintenance based on real-time location and condition data, as well as model potential natural disaster scenarios to develop proactive mitigation strategies.
Indosat will also leverage these tools to identify areas with high growth potential but limited network coverage, informing its strategic decisions to expand network capacity and bridge the digital divide between urban and remote communities.
In addition, self-optimising systems that are powered by custom ML and multimodal models will predict ROI from capital investments, reduce energy consumption, optimise asset design and utilisation, and proactively detect and resolve issues. This results in cost savings, more sustainable operations, and improved service reliability.
Lastly, custom-generated AI-powered enterprise search applications will enable HR, legal, procurement, and finance teams to instantly access the precise information they need to excel in their job roles.
Vikram Sinha, president director, and chief executive officer at Indosat Ooredoo Hutchison, shared, “As Indonesia steps into the digital era, we remain committed to Indosat’s larger purpose of empowering Indonesia by providing businesses and individuals with the essential tools and technologies needed for success.”
“Our collaboration with Google Cloud is not just a pivotal milestone for Indosat, but also a significant stride in our mission to transform into an AI Native TechCo. Together, we will harness the full potential of cloud and AI to drive innovation, create new opportunities, and propel Indonesia’s digital economy forward,” explained Vikram.
Karan Bajwa, vice president for Asia Pacific at Google Cloud, also said, “Indosat’s early adoption of cloud-native architectures and an AI-ready data analytics platform exemplifies its forward-thinking approach. This strong foundation, established through our collaboration from 2021, is now enabling Indosat to pursue a wide range of high-value ML and Gen AI use cases at scale—and we’re excited by the possibilities.”
“These initiatives will not only demonstrate the transformative power of AI in telecommunications, but also serve as a blueprint for other sectors seeking to harness this technology to drive growth and nationwide impact,” Karan further added.
Indosat and Google Cloud will also collaborate on joint go-to-market initiatives aimed at bolstering Indonesia’s digital ecosystem.
More specifically, they will look to provide micro, small, and medium enterprises (MSME), startups, enterprises, and public sector organisations with access to these solutions, alongside Google Cloud’s AI-optimised infrastructure, unified data platform, and unified AI development platform.
